BPO mantra for success: Tech-savvy BPO
When the BPO industry came into existence more than a decade ago, the industry growth was enabled by Information Technology (IT) infrastructure. Today, the IT layer has moved past enablement to deliver differentiated services to customers that enhance business value facilitated by business process excellence + lean (six-sigma) based process improvements multiplied by the power of IT, thus helping business value multiplication for customers by an order of Magnitude.
In the new Information Technology Differentiated Services (ITDS) BPO world, you will see two layers of new services:
- Business Platform Solutions – an innovative service delivery model , which bundles consulting, technology application & Infrastructure and BPO to offer an outcome based pricing model thus helping the client to move from their current state to best-in-class state (transform while shift as opposed to - lift, shift and transform or Transform first and then Shift)
- Value-added technology wrapper tools – these tools work in conjunct with a client ERP or existing best-of-breed or legacy client system to plug the BPO specific gaps, increase the efficiency, productivity and enhance BPO process effectiveness
The cusp of technology, BPO and people domain experts coming together in a bundled way is the most important value lever available and building cusp capability is the only sustainable way to deliver and sustain high business value to customers. The new mantra for success in the BPO industry is about being a tech-savvy BPO. Survival of the fittest in the BPO industry would translate to survival of tech-savvy BPOs…
